Operating record

Fifteen years running post-sales organizations, across every stage from implementation to support. Every figure below is one I can source.

Scale and operating context

Built a post-sales organization at ShipHero from 5 people to 90 across two divisions and four regions, while company revenue scaled from $50M to past $100M
Owned service delivery across a $360M enterprise portfolio at Rackspace, leading more than 100 people through 10 managers across three shifts plus offshore support
Integrated the support function behind four acquisitions in eight months, across six facilities in the US and Canada
Held board and executive reporting responsibility through a $50M growth equity round, and separately through a take-private buyout
Designed compensation plans and bonus structures at ShipHero and Rackspace
Stood up CS Operations as a function from zero

TSIA independently benchmarked the ShipHero post-sales organization in the industry’s top 15% for expansion rate and low churn.

Figure	Measure
2.0%	Logo churn, against a roughly 9% industry median
15.5%	Dollar expansion
90.8%	Dollar retention
105%	Expansion revenue growth year over year, 2019

Deployed AI in support at ShipHero with a structured human review loop, after sorting the full ticket history by where each ticket should have gone.

Rebuilt post-sales delivery on a regulated platform serving 33 clients, then handed the function off once delivery was stable.

Before	After	Measure
24 months	11 months	Time to first delivery
33 clients	32 retained	The one loss closed its own business

Built a Gainsight LMS training library serving 2,000 accounts, driving self-service adoption without proportional headcount
Designed a pooled, digital-led coverage model where a small named-CSM tea held the strategic and mid tiers while the long tail ran self-serve

TSIA benchmark placement, top 15% of the industry for expansion and low churn
2024 Silver Stevie Award, 18th Annual, Customer Service Department of the Year, Computer Software